Scores & Reviews

why are scores & reviews important? clients may use reviews or other information to determine who to book scores are not directly important, as clients can't really see them, but they reflect what seems to help pros make smarter decisions for their business we find the #1 most important thing typically is how well you retain people (which means how often they request you back) quality scores your quality scores have several components retention score positive feedback blacklist rate generally speaking, the most important signal is whether clients are asking for you to come back reviews help, but are less important, so most people should avoid asking for reviews (as clients can complain if you ask too hard for a review and then they don’t ask you to come back) here are the different parts of the quality score retention rate the retention rate is technically 1 ((# of recurring clients who stopped using tidy over 90 days) + (# of clients who blacklisted you over 90 days)) / (# of recurring cleanings over 90 days) clients who schedule one time cleanings do not affect your score unless they blacklist you in other words, if a client blacklists you or a recurring client cancels tidy, that reduces your rate keeping you paired clients is the only way to improve your rate the rate is updated weekly generally speaking, over 80% retention is pretty good in some areas, other areas it’s closer to 90% positive feedback this is the percentage of time clients give you a positive rating generally speaking, over 80% positive feedback is pretty good, with 90% being a good goal it’s almost impossible to get a perfect score here, so try to not worry about the occasional bad review blocked rate how often to clients block you or you block a client after a cleaning typically, less than 5% is a good goal it does happen occasionally, sometimes because you and the client are just not a good fit, so don't expect to see a 0% rate if you do lots of cleanings these are just a guide different service types will have different characteristics what if a client gives an unfair rating? clients will occasionally not be fair in their expectations or ratings all pros are affected by this, it should not affect you too much we recommend just focusing on what is in your control, and doing well for clients what if i block a client? blocking clients from your app has a small effect on your quality score, because from the clients’ perspectives pros who frequently block are less likely to be able to serve them on an ongoing basis like most elements of the quality score, client's only see your summary data and reviews you share with them, so the occasional issue should not affect things too much for example, some pros have blocked high percentages of clients (>10%) this means from a potential new client’s perspective, if they paired with a pro like this they are less likely to get them in the future we recommend blocking clients who are a bad fit and focusing on how to keep clients who are a good fit so they book with you again reliability score your reliability score also helps you understand how clients may select you monitoring your reliability can help you win more clients the reliability score generally tracks how often do you cancel on clients how much notice do you give them cancelling on clients happens, and almost all pros have to cancel occasionally however, the best way to improve your reliability score is to cancel as little as possible, and when you do have to cancel, give as much notice as possible cancelling within 3 hours is the most damaging to your reliability score, followed by cancelling within 24 hours, and so on the only way to improve your reliability score is to show up more often, and give lots of notice note we round to the nearest percent, so the rounded percent results may sum together slightly differently bookability score bookability score rates how your schedule is for clients looking to book regular, repeat jobs this is a guide to help you understand what kind of schedule you may want to keep for your area it has the following components consistency score this measures how consistent a client might expect you to be, based on your past 8 weeks of performance the most consistent pros maintain the same schedule most of the time, with rare changes (<10% of the time) in other words, if they say they are bookable for a set of times, they are generally bookable during those times it doesn’t matter whether you have jobs booked for those times or not, it’s just important that you were consistently bookable example 1 if you say you are bookable on a monday at 8am, how many of the past monday 8am times have you remained consistently bookable? it doesn’t hurt you if you don’t have jobs in those times, it only matters that you remained bookable example 2 being bookable 2 days a week is better if they are the same times and days every week vs selecting 2 random days each week continuity score this score rates how continuous your schedule is for clients looking to book longer jobs example 1 if you are bookable at 8 00am, then not bookable at 9 30am, then back to bookable 11 00am, you are not bookable to the client looking to book a job longer than 1 hour times score this score rates the times of the day and the days of the week that you have selected example 1 11am on monday is more valuable to clients looking to book regularly than 9pm on sunday see the below map for a visual of the best days/times streaks job streaks are a good way to know how you are doing recently at showing up with your clients they are basically a measure of how many consecutive jobs you have cleaned without cancelling on the client within 24 hours client cancellations, or failing to access the home, do not count against your streak count want to know the top streak? as of 2020, the top streak was over 500 jobs in a row quite an accomplishment! but you can be great without a top score close to that reviews generally speaking, the better you do at keeping your clients, the more new clients want to book with you keeping your existing clients is much more important to getting new clients than getting reviews, however getting reviews can help, particularly early on so we recommend asking your existing clients for reviews, and sending them the link to your website to request a review positive feedback your positive feedback section is what shows recent feedback from clients where they marked "loved it" on your jobs in the last 90 days so if they really love you and you have only recurring clients, there may be nothing recent showing here, because they just love you but don't give it a thumbs up as often ) constructive feedback constructive feedback is something clients can provide if they are not happy with a job it comes in two parts that you can see unstructured feedback this means it is a sentence the customer writes themselves, that is specifically noted that it will go to you and will (hopefully) help you improve structured feedback clients can check off categories that they feel best describe the issues with your job then, you see the top 5 of these categories note these are submitted anonymously, and only appear when there are 2 or more examples of each category controlling reviews with tidy, you can control the reviews your clients see on your website see website reviews docid 7r e4eqwgubdc mkowawf for more details